Retaining the authentic self in the workplace: Authenticity and work engagement in the mass-service industries

This research explored the association between authenticity and work engagement within the customer service context of mass-service industries. Authenticity in customer service workers is usually considered detrimental to organisational aims for a consistent standard of good service. However, research which finds that acting the service-persona is associated with emotional exhaustion and cynicism in workers (Brotheridge & Lee, 2002), while authenticity is related to positive customer-outcomes (Bujisic, Wu, Mattila, & Bilgihan, 2014), suggests that authenticity may enhance the experience of service for workers, and their customers, to provide for sustained competitive advantage. In the present research, I sought to examine the relationship between the degree of authenticity that employees use in their interaction with customers, and their experience of work engagement. Mass-service refers to a sector of the service industry modelled on mass-production. Contrary to principles for work engagement, workers in customer service roles within mass-service, usually repeat a small range of tasks with very little variation or autonomy. One hundred and forty service employees in petrol stations, fast food outlets, supermarkets, and in general retail responded to a survey measuring the extent to which they felt authentic, used surface acting and deep acting, their state of self-efficacy, feelings of personal accomplishment, and work engagement. Results revealed a positive relationship between authenticity and work engagement. Surface acting emerged as a less authentic approach to service than deep acting, however, deep acting was not strongly related to authenticity. Personal accomplishment strongly moderated associations with work engagement. Overall, results suggest that an authentic approach to interaction with customers and a sense of personal accomplishment are important to work engagement in mass-service workers. Findings support the promotion of authenticity in the workplace, as well as providing opportunities for workers to obtain a sense of accomplishment. Practical implications for the integration of authenticity into the customer service context, such as greater job autonomy and training customer service employees in the beneficial use of personality within the service-role, are discussed

Quantifying the effects of spatial resolution and noise on galaxy metallicity gradients

Metallicity gradients are important diagnostics of galaxy evolution, because they record the history of events such as mergers, gas inflow and star-formation. However, the accuracy with which gradients can be measured is limited by spatial resolution and noise, and hence measurements need to be corrected for such effects. We use high resolution (~20 pc) simulation of a face-on Milky Way mass galaxy, coupled with photoionisation models, to produce a suite of synthetic high resolution integral field spectroscopy (IFS) datacubes. We then degrade the datacubes, with a range of realistic models for spatial resolution (2 to 16 beams per galaxy scale length) and noise, to investigate and quantify how well the input metallicity gradient can be recovered as a function of resolution and signal-to-noise ratio (SNR) with the intention to compare with modern IFS surveys like MaNGA and SAMI. Given appropriate propagation of uncertainties and pruning of low SNR pixels, we show that a resolution of 3-4 telescope beams per galaxy scale length is sufficient to recover the gradient to ~10-20% uncertainty. The uncertainty escalates to ~60% for lower resolution. Inclusion of the low SNR pixels causes the uncertainty in the inferred gradient to deteriorate. Our results can potentially inform future IFS surveys regarding the resolution and SNR required to achieve a desired accuracy in metallicity gradient measurements.Comment: 21 pages, 11 figures, 20 pages Supplementary Online Material provided with 10 additional figures, accepted for publication in MNRA

Thinking Through the Chemo-Fog: Occupational Therapy’s Role in Promoting Participation in Adults with Breast Cancer

Breast cancer is currently the most common type of cancer in women (American Cancer Society, 2012). In 2012, 2,971,610 women in the United States were breast cancer survivors (American Cancer Society, 2012). Chemotherapy is often used to effectively treat breast cancer but can cause chemobrain, or chemotherapy-related cognitive impairments (CRCI), including decreased attention, concentration, memory, and difficulty learning new skills and completing routine tasks (American Cancer Society, 2013). CRCI can persist for years and may impact an individual’s occupational performance in daily activities and occupations. Occupational therapy practitioners currently work with this population in other areas including cancer-related fatigue management, lymphedema, physical limitations post-surgery, and psychosocial distress. However, the increasing number of breast cancer survivors and prevalence of CRCI highlight the importance for expanding and defining occupational therapy’s role with this population. The purpose of this presentation is to present the results of a systematic review on interventions within occupational therapy’s scope of practice that can be used to improve CRCI in adults with breast cancer, and to discuss the implications for clinical practice. A comprehensive literature review was performed to understand the role of occupational therapy in treating individuals with chemobrain. CINAHL, Medline and Cochrane databases were used to conduct the review following inclusion criteria (literature published after 2003, and adults with breast cancer who have received chemotherapy) and exclusion criteria. To minimize bias, all articles were critiqued by a primary and secondary reviewer. Thirteen articles were reviewed. The literature review determined health professionals tend to not acknowledge the presence of CRCI, and there is a need for health care professionals to address the symptoms of CRCI. Current interventions that fit within the scope of occupational therapy are being implemented primarily by other disciplines, such as memory strategies and training, and running support groups. The lack of high quality evidence supporting the role of occupational therapy highlights the need for further research and the development of evidence-based interventions that include using compensatory, remedial, psychosocial, and patient education interventions. References: American Cancer Society. (2012). Cancer treatment and survivorship facts & figures 2012-2013. Retrieved from http://www.cancer.org/acs/groups/content/@epidemiologysurveilance/documents/document/acspc-033876.pdf. American Cancer Society. (2013). Chemo brain. Retrieved from http://www.cancer.org/treatment/treatmentsandsideeffects/physicalsideeffects/chemotherapyeffects/chemo-brai

A Model of the Deviation between the Intended and the Actual Experiences with Interactive Installations

Interactive installations engage people in different ways, many of which are different than originally intended by the designer. We present a model that illustrates the differences between the intended experience and the actual experience of people. The model is demonstrated through the analysis of one interactive installation at the Science Museum (London) and the various parameters are mapped and visualized. We suggest that the participants of interactive installations engage differently than originally intended by the designer, which can be defined here as "deviation". There are several levels of deviation, and the proposed model will illustrate the critical interaction stages and visualize the deviations. This model offers new tools for designers and curators alike

Stay Well in Wales Super Profiles: Who thinks what about the nation's health

Using a household and online survey, the views of 3,310 individuals in Wales (aged 16+ years) on 19 public health statements were gathered. Eight demographic and five health-related behaviour super profiles were created to explore differences in opinions across population groups